Statement on Non-discrimination, Harassment and Abuse

Updated 3 months ago | 5 min read time
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As part of our mission to make it easier for everyone to experience the world, we’re committed to doing everything we can to eliminate all forms of unlawful bias, discrimination, intolerance, harassment and abuse from our platforms. We condemn any of these actions in any form. This includes sexual harassment and any other gender-based violence. However, we recognise that such behaviour can take place within our own operations or at properties and during experiences provided through our platform, and that they can be directed at you, your staff, your guests or others.

This Statement on Non-discrimination, Harassment and Abuse sets out our commitment to facilitating travel experiences that are free from discrimination, harassment and abuse. As with our Human Rights Statement, this statement is underpinned by the values set out in our Code of Conduct and our Trust and Safety Resource Centre, and is addressed across our entire value chain and to the communities where we operate.


What’s in this article:


Our approach

While we expect all partners that provide travel products and services on our platform to follow local laws and regulations, we’re committed to doing more than complying with minimum standards. We hope that our partners do the same.

Where we offer our travel products and services in places where laws and regulations provide fewer protections than international human rights standards, we encourage our customers, partners and suppliers to follow the higher international standards. These are laid out in this statement, as well as in our company values and our Terms & Conditions.

Where local laws and international human rights standards are in conflict, we expect you to adhere to national laws while seeking ways to respect international human rights standards to the greatest extent possible, provided this doesn’t expose you to the real risk of arrest or physical harm to your person or your property. Please be sure to clearly indicate any legally required restrictions in your listing description, policies and fine print, using respectful and factual language.

In addition to what’s listed in our Human Rights Statement, we use international human rights standards to guide how we address non-discrimination, harassment and abuse, including:


What this means for you

As a Booking.com partner, you must comply with local laws regarding accessibility requirements.

In line with industry practice, you may refuse certain customers for legitimate and lawful reasons. For example, properties, transportation or experiences that don’t accept children, pets or smokers.

You should provide factually accurate information on your property page in clear, non-derogatory terms that relate to:

  • Any restrictions on your ability to host certain guests as a result of local laws.
  • Features that could make your property unsafe or unsuitable for guests of a certain age, families with children or guests with certain disabilities. 

Unless otherwise required by law, you may not impose any different terms or conditions, or otherwise treat a guest or prospective guest unfairly or unequally based on, but not limited to, the following characteristics:

  • Race, colour, language, ethnicity, national or social origin, religion, political views, whether or not they own property, birth, sexual orientation, mental or physical abilities, gender, gender identity or expression, marital status or familial status, health status, place of residence or social or economic status.
  • Actual or perceived disability, for example by charging additional fees to a guest with disabilities (including pet fees when the guest has a service or assistance animal) or denying entry to a service or assistance animal.
  • Actual or perceived age, for example by charging additional fees to guests in a certain age group. However, you may set reasonable minimum age limits for guests checking in or staying at a property as long as those limits are universally applied to all guests, specified in the property policies on our platform and allowed under the applicable law.

You may not subject individuals or a group of people to harassment, violence, or abuse of any form, including sexual harassment and any other gender-based violence.


Raising a concern with us

You, your staff and your guests can raise a concern with us if you witness or suspect any misconduct or action that may violate our Statement on Non-discrimination, Harassment and Abuse. We review and address all concerns and take action where appropriate.

  • You and your staff can contact us 24/7 via your extranet inbox or using the dedicated phone number you’ll find there.
  • Guests can contact us 24/7 via the Help Centre.
  • Others without access to the extranet or Help Centre can contact us via our Compliance Helpline. They have the option of doing this anonymously.

Definitions

  • Discrimination is the unfair or unequal treatment of an individual or a group of people based on personal characteristics, including their race, colour, language, ethnicity, national or social origin, religion, political views, whether or not they own property, birth, sexual orientation, mental or physical abilities, gender, gender identity or expression, marital status or familial status, health status, place of residence or social or economic status.
  • Sexual and gender-based violence are harmful acts directed against a person because of that person's gender or sexual orientation, or violence that affects persons of a particular gender disproportionately. It includes rape and other forms of sexual assault and can combine elements of physical and psychological violence.
  • Sexual harassment is unwanted behaviour that is sexual in nature and includes unrequested or unwelcome sexual advances, conduct or behaviour. Examples range from requests for sexual favours to comments or gestures that might reasonably be perceived as offensive, aggressive or humiliating.      
  • Violence and harassment refer to behaviours and practices that aim at, result in or are likely to result in physical, psychological, sexual or economic harm. This includes gender- and race-based violence and harassment. Acts can range from physical assault to insulting comments and can be perpetrated by anyone against anyone. As set out in our Code of Conduct, harassment includes unwanted verbal, non-verbal or physical conduct with the purpose or effect of violating the dignity of a person, particularly when creating an intimidating, hostile, degrading, humiliating or offensive environment.

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